Managed End-user Support is where a third-party provider takes responsibility for managing and resolving technical issues faced by the end-users of a company. This typically includes help desk services, troubleshooting, device management, and user account administration.

Managed End-user Support is a managed service whereby we take on the full management and support of your end-users and their devices. Specifically, it revolves around three pillars:

1. Onboarding & offboardingNew employees (and their devices) are prepared by us, departing employees are safely removed from your environment.
2. Management & monitoring of the entire park: computers, printers and the company apps on smartphones or tablets.
3. Helpdesk support for your end-users with technical issues, via one clear point of contact.

The aim is twofold: you end users receive smooth support at all times. You IT department is relieved of precisely those tasks that gobble up their valuable time.

Why your IT team gets bogged down by end-user questions

Managing and supporting end-users is vital, but it's precisely those unexpected or repetitive tasks that constantly pull your IT staff away from their concentration. A password that needs resetting, a printer with a paper jam, a new laptop that needs installing, software that won't start... Small things individually, but together they consume hours.

Your scarce IT expert(s) should be focusing solely on high-end and strategic interventions that truly move your organisation forward. This simply isn't possible when they are regularly interrupted. The result: frustrated IT staff and frustrated end-users… and important projects left unfinished.

This is how we take the load off your IT team: the three pillars

✓ Rapid onboarding and offboarding of new and departing employees

Next week a new colleague starts, so a lot needs to be done. We'll handle that. User and endpoint management in full

• Create user in your domain and with the correct rights;
• Multi-factor authentication, SSO and conditional access configure (according to SAML);
• You Deliver laptop or PC ready for use with a ready-to-use image, correct domain integration, the right applications and licences;
• More than 3,000 carefully determined policies assignment, plus security and patch management;
• Monitoring Activate.

This happens largely automated via Windows Autopilot. All configurations and applications are deployed centrally. The same applies when a device needs to be replaced or reset. Company apps on personal smartphones and tablets (Outlook, OneDrive, Authenticator, etc.) are also managed and protected.

Departs Is there anyone? Then we'll quickly and securely remove that user from your environment, so that they no longer have access to company data on any device.

✓ Centralised management and monitoring via Intune and Patch My PC

Each appliance is in Microsoft Intune, so that we can manage, secure, and monitor it centrally. We base the security on the security benchmarks of CIS, Microsoft and own VanRoey policies.

With Patch My PC This also keeps Windows, drivers and thousands of third-party applications automatically up-to-date. This has a direct positive effect on security, performance and stability: less outdated software, fewer vulnerabilities (CVEs) and therefore fewer disruptions.

The beauty of this approach is that end-users notice very little of it. Their device simply works as it should.

✓ One clear point of contact for your end-users

Stop with the finger-pointing and passing the buck. For your employees, reporting a problem couldn't be easier.

Each computer under Managed End-user Support receives a small ‘VanRoey Support’ icon next to the clock (in Windows) or in the menu bar (on Mac). With a single click, users create a ticket and report a fault. Our support staff can manage the device remotely via the same tool and, with explicit permission, briefly take over the screen to troubleshoot.

Is the PC completely dead? Has the internet dropped or is the printer playing up? Your employees can always reach us at one central point telephone number. No call centre queues, no complex menus. They'll be put straight through to an experienced support agent who knows your organisation.

Via an SLA Is there always a guarantee that we will start working on the ticket within a certain timeframe?.

Always a quick device thanks to our strategic stock

Devices are replaced with predictable regularity, but sometimes you're faced with damage, theft or a sudden breakdown. You don't want your employee to be technologically unemployed for days, or weeks due to global shortages.

That's why at VanRoey we always keep a healthy strategic stock HP ProBooks and EliteBooks to. We can these devices to prep on site‘ based on your supplied images, so that a replacement device can be sent to you fully operational in no time at all. As a Managed End-users customer, you have the right to use this stock. Of course, you can also choose to build up your own buffer stock with us.

“But won”

A fair question, and an important one. Because one of the conditions is that end-users no local admin rights This sounds strict, but it's one of the most effective security measures there is: the vast majority of malware, ransomware, and unwanted installations require those admin rights to cause damage. So, no admin rights simply means a much smaller attack surface.

But that absolutely does not mean that the device becomes unusable. On the contrary:

• By the Business PortalCompany Portal) Do your employees install all approved company applications themselves.
• Updates for third-party software happen automatically in the background.
• Does a specific user require broader rights or an exception? This can be done via a documented Exclusion, or via Admin By Request; a convenient solution where we can temporarily give a user rights for one specific application. Everything is then logged and the screen briefly recorded to see if there is no misuse.

In short: your employees can continue to work smoothly, but within a safe framework. Safety and ease of use thus go hand in hand.

How far does Managed End-users extend?

Our support staff are generalists with in-depth knowledge of Microsoft 365 and your devices (level-1), but:

• Corporate or specific applications: Think of your ERP, CRM or SaaS services (e.g. Mailchimp…) and specific hardware (OT, CNC machines, terminals…) falling outside their expertise. For these, we will refer you to the relevant manufacturer.
• Private devices or applications We don't support that. If Facebook isn't working or a child's game won't launch, we unfortunately can't do anything.
• Infrastructure problems (e.g. a network failure) are outside the scope of level-1. Do you also, for example,. Managed Networking whether Expertise Services Our level-2 and level-3 experts will gladly take on this malfunction or query.

These clear boundaries prevent unrealistic expectations and unnecessary discussions.

Ready to relieve your IT team?

Managed End-user Support gives you the best of both worlds: a higher level of security and IT staff finally able to get back to strategic work. And your end-users? They'll work smoother than ever, with help just a click away.

Curious to see what this looks like concretely for your organisation? Our specialists would be happy to make the right assessment for your environment. Please let us know below how many end-users you have, and we will provide an accurate estimate for a fixed monthly fee.